ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI
DOI:
https://doi.org/10.31092/jpbc.v1i1.124Abstract
ABSTRACT:
Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant.Â
Keywords: customs student satisfaction, service quality, servqual, SEM.
ABSTRAK:
Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.
Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
References
Agbor, J. M. (2011). The Relationship between Customer Satisfaction and Service Quality : a study of three Service sectors in Umeå .
Martasubrata, N. (2016). Academic Service Quality as Determinant of Student Satisfaction, 1, 143–151.
OTL DJBC. (2017). Dampak dan Perubahan Reorganisasi Vertikal, WBC 49 (3), 14. Retrieved from http://www.beacukai.go.id/berita/warta-bea-cukai-volume-49-nomor-3-maret-2017.html
Parasuman, A., Zeithaml, V., & Berry, L. (1988). A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–37.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). Model Service Its Quality and Implications for Future, 49(4), 41–50.
Setyanto, N. W., Rahman, A., & Trisagita, A. (2013). Penerapan Metode Delphi dan Servqual untuk Perbaikan Mutu Pelayanan (Studi Kasus Program Studi Teknik Industri Universitas Brawijaya). Prosiding Seminar Nasional Terpadu Keilmuan Teknik Industri, Malang, SMG4.1-SMG4.6.
Sugiyono, S. dan A. N. (2014). Citra pendidikan nasional.
Yuniarti, Y. (2014). Pengaruh Kualitas Pelayanan terhadap Kepuasan Mahasiswa Program Ekstensi Fakultas Ekonomi Universitas Jambi. Trikonomika, 13(1), 49–61. Retrieved from http://jurnal.fe.unpas.ac.id/ojs/index.php/trikonomika/article/view/91
Zeithaml, A., & Berry, L. (1994). of Expectations as a Standard in Measuring Comparison Service for Quality : Implications Further Research, 58(1), 111–124.
Tjiptono, G. C. (2016). Service, Quality and Satisfaction Edisi 4. Yogyakarya: Penerbit ANDI.
Wibawa, D. A. (2015, Februari 11). Retrieved from bppk.kemenkeu.go.id: http://www.bppk.kemenkeu.go.id/publikasi/artikel/147-artikel-anggaran-dan-perbendaharaan/20541-mengukur-kualitas-layanan-diklat-dengan-servqual-model
Djohar, A. (2007). Pendidikan Teknologi dan Kejuruan. Dalam Ilmu dan Aplikasi Pendidikan. Bandung: Pedagogiana Press. Hal. 1285
Zeithaml, Parasuraman and Berry, Delivering Quality Service – Balancing Customer Perceptions and Expectations (New York: The Free Press), 1990
Supranto, J. (2006). Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: Rineka Cipta.
Ghozali, Imam. 2014. Structural Equation Modeling: Metode Alternatif dengan Partial LeasSquare (PLS) Edisi 4. Semarang: Badan Penerbit Universitas Diponegoro
____________, dan Hengky Latan. 2015. Partial Least Squares: Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0 untuk Penelitian Empiris Edisi 2. Semarang: Badan Penerbit Universitas Diponegoro.
____________. 2016. Aplikasi Analisis Multivariete dengan Program IBM SPSS 23 Update PLS Regresi Edisi 8. Semarang: Badan Penerbit Universitas Diponegoro.
Susan E. Pariseau, J.R. McDaniel, (1997) "Assessing service quality in schools of business", International Journal of Quality & Reliability Management, Vol. 14 Issue: 3, pp.204-218, https://doi.org/10.1108/02656719710165455
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.